Research On Optimization Of Public Library Webcast Service Quality Based On Kano Model And IPA Analysis

With the development of information technology,the traditional way of information transmission has been changed.The speed of wireless network has greatly expanded the application scenarios of mobile Internet.With its immediacy and interactivity,online live broadcasting has become a hot spot of Internet development in recent years.At present,there are many live broadcasting platforms on the network,which have become an indispensable way of information dissemination and developed its unique form.As an important institution of public cultural services,the library has always undertaken the task of providing cultural education and promotion,and is an important subject of people's cultural life and spiritual civilization construction.From the digital library to the intelligent library,the library has made use of the emerging information technology to continuously promote its own development and accumulated a large number of digital resources and technical foundation.Some libraries have taken the lead in trying There are many ways to provide online live service,such as interview,lecture,guide reading,etc.among them,there are single live content,insufficient overall planning,scattered live platform and lack of feedback awareness.Therefore,the systematic analysis of the needs of the users of the network live broadcast and the optimization of the public library network live broadcast service are the problems to be solved in this study.First of all,this paper combs and analyzes the related research on the service quality of live network and the service quality evaluation of library.Secondly,it expounds the general situation of the public library's live network service and summarizes the existing problems.Then,the paper constructs the evaluation elements system of the quality of the public library's live network service,designs the fuzzy Kano IPA matrix model,and establishes the decision-making rules of the quality of the public library's live network service.Then,taking h Provincial Public Library as an example,through the method of questionnaire survey,collecting and processing data,comparing with the established decision-making rules of service quality optimization of the live broadcasting platform,the decision-making results of service quality optimization of H provincial public library are obtained:H provincial public library network live broadcasting service needs to optimize the plate distribution and search function of the live broadcasting platform;optimize the system stability,reduce the flicker phenomenon;Optimize the function of push and time reminder to reduce users' missing of live broadcast;optimize the function of player to improve video resolution and reduce stuck;further strict audit management to reduce the spread of bad information;optimize the function of evaluation suggestion feedback to enable users to get more accurate and timely response to suggestions;optimize the privacy and live broadcast system to protect users' information safety.Finally,the conclusion of the study is discussed,which provides some reference for the development of the public library live network service.